Support automation fails when the bot guesses. It works when answers come from your real policies, product copy, and FAQs—and when the bot knows when to hand off to a human CTA or email capture.
What to automate first
- Shipping timelines and regions you actually serve.
- Return and refund rules (windows, conditions, how to start a return).
- Plan tiers, pricing FAQs, and what is included in each package.
- Account or order status when you can link to a help article or portal.
Keep tone on-brand
Set tone, welcome message, and optional scarcity or social proof lines in the dashboard—not in ad-hoc prompt hacks. MerrchAI injects that context into every reply so automated support still sounds like your team.
Measure and improve
Review conversations in the inbox, mark outcomes won or lost, and rebuild the learning digest when you have enough signal. Support automation should get sharper over weeks, not stay frozen on day one.